Grateful Dead

Grateful Dead Store Help

Q: How do I contact customer service for the Dead.Net Store and what are your regular business hours?

A: For orders and questions, please contact us any time. We are open 24 hours a day, 7 days a week and closed on Christmas day.

877-DEAD-NET (877-332-3638)
+610-491-2021 (international)

deadnet@custhelp.com


Q: I didn’t order the 2013 Dave’s Picks subscription but I want the bonus disc that people are talking about for Dave’s Picks Volume 6. Can I get one?
A: We don’t have any additional bonus discs. These were only sold with the subscription and are now no longer available.

Q: I missed the 2013 Dave’s Picks subscription, can I still buy the last three now?
A: We’re not able to sell all of the remaining volumes together at this time. You may purchase each of these titles individually as they become available (about every three months). We recommend visiting Dead.net and signing up for our email newsletter, which will announce when the next volume will be available for purchase. You will find the newsletter signup form on the right side of the Dead.net homepage.


Q: The item I'm interested in is currently unavailable. When do you anticipate it being available again?

A: We try our best to keep all products in stock at all times. When an item has sold out you may see either a "currently unavailable" message or you may no longer see it in the store. Products that we make available year round usually are restocked within 2-4 weeks, this pertains to most of our Media, and General Merch such as Stickers and Magnets. Most of our merch products however are limited edition and only available till we sell out, we will not replenish these items but we continually add new merch styles regularly to the store. Sign up for our email list to receive the latest news on new merch additions to the store.

Q: Who can I call if I have questions?

A: Email us at deadnet@custhelp.com or call us at 877-DEAD-NET (877-332-3638). International callers can reach us at +610-491-2021. We are open 24 hours a day, 7 days a week and closed on Christmas day.

GENERAL QUESTIONS

Q: Is it safe to use my credit card on your site?

A: We take security very seriously. All credit card and personal information is encrypted utilizing Secure Sockets Layer (SSL) server technology before being transmitted over the internet. All information that you provide during the shopping process is encrypted for your protection and held completely confidential.

We guarantee that every purchase you make will be 100% safe. This means that you pay nothing if unauthorized charges are made to your credit card as a result of shopping at our store. Under the Fair Credit Billing Act, your bank cannot hold you responsible for more than $50.00 of fraudulent charges. If your bank does hold you liable for any of this $50.00, we will cover the entire liability for you up to the full $50.00. In the event of any unauthorized use of your credit card, please notify your credit card provider in accordance with its reporting rules and procedures.

Q: Is it safe to use my debit card online?

A: Yes. And please note: If you choose to pay by debit card, the amount you charge will be put on "hold", meaning it will not be available to you once you place your order. Once your transaction is processed, the amount of the transaction will be withdrawn from your bank account and the original "hold" will be voided.

Q: What forms of payment do you accept?

A: We currently accept we accept American Express, Visa, Discovery and MasterCard for all orders. We also accept PayPal, but not on pre-orders.

Q: How do I order items with Cashier's Checks or Money Orders?

A: At this time we do not accept personal checks, Cashier's Checks or Money Orders.

Q: When I pre-order the Spring 1990 Box Set, at what point will my bank card be charged?

A: When you pre-order the Spring 1990 Box Set, your bank card will be authorized and funds will be put on hold for 3-5 days. Your bank card will be charged when your order ships. We estimate that Spring 1990 Box Set orders will start shipping on August 31st, 2012.

Q: When placing an order I get an error message stating that there has been an authorization failure. What went wrong?

A: Please double check the credit card number and expiration date on your card. Also, please be aware that we currently accept Visa, MasterCard, Discover, and American Express for credit card payment.

Q: How long will it be before I receive my order?

A: For domestic shipments:

  • Standard- 7-10 business days (Please allow additional time for shipments to APO/FPO addresses.)
  • Rush- 1-2 business days
  • Overnight- the next business day

Our carriers:
UPS - Mail innovations (MEDIA, CD's, DVD's & T-shirts)
UPS - Ground Residential
UPS - Next day
UPS - 2 day express
DHL - For international.

* International Shipments. International Orders ship via DHL and are subject to destination country or local Postal delivery times. There is no tracking available for this Transit times vary by Country of Destination. 8-12 Business Days does not include order processing time.

US Shipping rates:

Order Total Standard Express** Overnight** Int'l
$0.00 - $29.99 $5.45 $17.95 $22.95 $5.99
$30.00 - $49.99 $6.45 $20.95 $26.95 $6.99
$50.00 - $74.99 $8.95 $23.95 $31.95 $9.99
$75.00 - $99.99 $10.95 $25.95 $33.95 $11.99
$100.00 - $124.99 $12.95 $28.95 $36.95 $14.99
$125.00 - $174.99 $17.95 $30.95 $38.95 $24.99
$175.00 - $299.99 $20.95 $36.95 $44.95 $41.99
$300.00 - $499.99 $28.95 $44.95 $52.95 $49.99
$500.00 and more $38.95 $54.95 $62.95 $64.99


Alaska and Hawaii orders:

Order Cost Shipping Cost
$0.00-$29.99$5.99
$30.00-$49.99 $7.99
$50.00-$74.99 $9.99
$75.00-$99.99 $12.99
$100.00-$124.99 $14.99
$125.00-$174.99 $19.99
$175.00-$299.99 $23.99
$300.00 and more $25.99


Additional Shipping Notes:

*The last leg of Media shipments is handled by the U.S Postal Service. Transit time may vary depending on location. 4-8 Business Days does not include order processing time.

*Express shipments are delivered in 2 Business days. P.O Box, APO & FPO address are not valid. Transit time does not include processing time.

*Next Day Shipments will be ship same day if order is placed by 10 am P.S.T. Transit time does not include processing time.

* International Shipments. International Orders ship via DHL Global Mail Service and are subject to destination country or local Postal delivery times. Tracking extends up to, but can be limited after parcel departure from U.S. Transit times vary by Country of Destination. 8-12 Business Days does not include order processing time.

For orders within the continental US, we will use UPS & UPS Mail Innovations.

Orders to Alaska and Hawaii will ship via Federal Express.

(Domestic Physical Merchandise Orders will be shipped the same business day if received prior to 2:00 PM Eastern Time. Orders received after 2:00 PM Eastern Time will be shipped out the next business day.)

For international shipments:

  • Standard- 6-10 business days (Please allow additional time for shipments to APO/FPO addresses.)
  • Rush- 3 business days (for most countries)

All international orders, including those going to Canada, will ship via DHL.

(International Physical Merchandise Orders will be shipped the same business day if received prior to 9:00 AM Eastern Time. Orders received after 9:00 AM Eastern Time will be shipped out the next business day.)

Q: Do you ship to addresses outside the United States?

A: Yes we do! We also ship to all US States and Territories. Customer will be responsible for any duties or taxes for orders shipped outside of the US.

Q: Do you ship to PO boxes or Military APO/FPO addresses?

A: Yes, we ship to both PO Boxes and Military APO/FPO addresses. Standard shipping is the only option available for these addresses. Please allow additional time for orders shipped to these addresses.

Q: What is the status of my order?

A: Your Dead.net Store order status will be available 24 hours after your order has been placed, by going to the Order Status page. On the form, enter your order number and the billing address zip code and hit the Lookup Order button.

Q: I want to return my purchase! What do I do?

A: We will be happy to accept a return for a replacement, exchange (for item(s) of comparable value) or a refund. You can return your purchase for up to 30 days from the purchase date. Items must be in the condition in which you received them and in the original packaging. We do not accept returns of media products, (CD's, DVD', Vinyl, etc.), that have been opened. The first step in processing a return is for you to contact Customer Service:

Email us at deadnet@custhelp.com or call us at 877-DEAD-NET (877-332-3638).

International callers can reach us at +610-491-2021. We are open 24 hours a day, 7 days a week and closed on Christmas day.

Let us know your order # and the item(s) you're returning and we'll give you all the information you need.

Once your return is received and inspected by our warehouse staff (usually within 72 hours of receipt), we will process your refund and automatically apply a credit to your credit card or original method of payment within 7 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your bank account.

For replacements and exchanges, once your return is received and inspected by our warehouse staff (usually within 72 hours of receipt), we will process your request and ship within 7 days.

Q: What are the shipping charges for returning an order?

A: There are no return shipping charges for orders originally shipped to a destination within the United States or its territories, or to an APO or FPO address. Return shipping charges apply to international returns. For details email us at deadnet@custhelp.com or call us at 877-DEAD-NET (877-332-3638). International callers can reach us at +610-491-2021 (international). We are open 24 hours a day, 7 days a week and closed on Christmas day. Let us know your order # and the item(s) you're returning and we'll give you all the information you need.

Q: Do you charge sales tax on any item?

A: We are required by law to collect sales tax on orders shipped to California, Colorado, Connecticut, Illinois, New Jersey, New York, Ohio, Vermont, Massachusetts, Iowa and Virginia. The appropriate charges will be added to your merchandise total and displayed on your final order confirmation.

International customers are responsible for any and all import taxes, tariffs and duties which may be levied by your customs or government or other authority upon any parcel we send to you.

Q: Do you have a catalog?

A:Currently, we have an online catalog. You may access this catalog by visiting www.dead.net/store ; we do not have a physical catalog.

Q: How do I contact customer service for the Spring 1990 Store and what are your regular business hours?

A: For Spring 1990 Store orders and questions, please contact us any time. We are open 24 hours a day, 7 days a week and closed on Christmas day.

877-DEAD-NET (877-332-3638)
+610-491-2021 (international)

deadnet@custhelp.com